WooCommerce Integration - Frequently Asked Questions
Your complete guide to connecting WooCommerce with Velocity Shipping
Table of Contents
- Getting Started
- Orders
- Order Status Updates
- Payments & COD
- Products & Inventory
- Labels & Shipping Documents
- Common Issues & Solutions
- Settings & Configuration
- All Configuration Options Explained
1. Getting Started
Q: How does WooCommerce connect with Velocity Shipping?
A: Once you connect your WooCommerce store to Velocity Shipping:
- Your WooCommerce orders automatically appear in Velocity Shipping
- When you ship orders through Velocity Shipping, the status is updated back in WooCommerce
- Your customers can see their order status on your website
It's a two-way sync that keeps everything updated automatically!
Q: What information comes from my WooCommerce store?
A: We bring over everything you need to ship orders:
- Order details - Order number, date, total amount
- Customer address - Shipping and billing address, phone, email
- Products - Item names, quantities, SKUs, weights, dimensions
- Payment info - Whether it's prepaid or Cash on Delivery (COD)
- Discounts - Any discounts applied to the order
- Tax information - Tax lines and rates
Q: What information goes back to WooCommerce?
A: We keep your WooCommerce store updated with:
- Order status - "Processing", "Completed", "Cancelled"
- Address updates - If you change the shipping address in Velocity Shipping
Q: How far back are historical orders synced?
A: We sync orders from the last 5 days when you first connect. Orders older than 5 days won't be imported automatically.
If you need to process older orders, you can create them manually or use the bulk upload feature.
Q: What's different between WooCommerce and Shopify integration?
A: Key differences:
| Feature | WooCommerce | Shopify |
|---|---|---|
| Historical sync | Last 5 days | Last 30 days |
| Status updates | Processing/Completed/Cancelled | Fulfillment events (multiple stages) |
| Tag sync | Not available | Available |
| Payment mapping | Fully customizable | Based on financial status |
2. Orders
Q: Why isn't my WooCommerce order showing in Velocity Shipping?
A: Here are the common reasons:
- Order status doesn't match - Check if your "Pull Order Statuses" setting includes the order's status
- Order is too old - Orders older than 5 days may not import
- Order status is excluded - "Completed" or "Cancelled" orders are not imported by default
- Order already exists - Duplicate orders won't be created
What to do: Go to Integrations → WooCommerce → Check your "Pull Order Statuses" setting
Q: Which WooCommerce order statuses are imported by default?
A: By default, we import orders with these statuses:
- Pending - Payment pending
- On-hold - Awaiting payment confirmation
- Processing - Payment received, awaiting fulfillment
You can customize this in your configuration.
Q: Can I edit an order after it's imported from WooCommerce?
A: Yes, with some limitations:
| What you can edit | When you can edit it |
|---|---|
| Customer address | Until the order is delivered or returned |
| COD amount | Only if "Allow Order Updates" is turned on |
| Order items | Only if "Allow Order Updates" is turned on |
Important: Once "Allow Order Updates" is enabled:
- Changes you make in Velocity Shipping will NOT sync back to WooCommerce
- Changes made in WooCommerce will NOT override your Velocity Shipping changes
Q: What happens if I cancel an order in WooCommerce?
A: It depends on the shipping status:
- Not yet shipped: The order is automatically cancelled in Velocity Shipping
- Already shipped: The order stays active, but a "Order cancelled(Woocommerce)" tag is added
Q: What happens when an order is marked as "Completed" in WooCommerce?
A: If an order status changes to "Completed" or "Refunded" in WooCommerce:
- The shipment in Velocity Shipping moves to "Externally Fulfilled"
- This indicates the order was fulfilled outside of Velocity Shipping
Q: Will changes I make in WooCommerce update in Velocity Shipping?
A: It depends:
- Before shipment: Yes, changes sync automatically (address, items, amount)
- After shipment (AWB assigned): Limited - only a tag is added noting the change
- If "Allow Order Updates" is ON: No, WooCommerce changes won't override your Velocity Shipping data
3. Order Status Updates
Q: When does Velocity Shipping update the order status in WooCommerce?
A: We update your WooCommerce store at these key moments:
| Velocity Shipping Status | WooCommerce Status |
|---|---|
| Ready to Ship | "Processing" (default) |
| Delivered | "Completed" (default) |
| Cancelled | "Cancelled" (default) |
Q: Can I customize which status is set in WooCommerce?
A: Yes! You can set custom WooCommerce statuses for each stage:
- Ready to Ship → Your custom status (default: "processing")
- Delivered → Your custom status (default: "completed")
- Cancelled → Your custom status (default: "cancelled")
How to change: Go to Integrations → WooCommerce → Edit Config → "Push Order Statuses"
Q: Why isn't my order status updating in WooCommerce?
A: Check these common causes:
- Setting is empty - Make sure you have statuses configured in "Push Order Statuses"
- Invalid status name - The status must exist in your WooCommerce store
- Connection issue - Re-check your WooCommerce integration in Settings
- Order not found - The order may have been deleted in WooCommerce
Q: Does WooCommerce support tracking updates like Shopify?
A: WooCommerce integration is simpler than Shopify:
- We update the order status (Processing, Completed, Cancelled)
- We do NOT send fulfillment events or tracking details directly
- For tracking, customers use the Velocity tracking link
If you need tracking in WooCommerce, consider using a tracking plugin that reads order notes.
4. Payments & COD
Q: How does Velocity Shipping know if an order is COD or Prepaid?
A: We check the payment method in WooCommerce:
- If payment method is in your "COD Payment Methods" list → COD
- Otherwise → Prepaid
Default COD methods: cod, bacs
Q: Why are my orders showing the wrong payment method?
A: Your WooCommerce store might use different payment method codes. Here's how to fix it:
- Go to Integrations → WooCommerce → Edit Config
- Find "COD Payment Methods"
- Enter your COD payment method codes (comma-separated)
- Example:
cod, bacs, cheque, pay_later
- Example:
Tip: Check your WooCommerce payment settings to find the exact payment method codes.
Q: What is "bacs" payment method?
A: "bacs" stands for Bank Account Clearing System - it's WooCommerce's code for bank transfer payments. By default, we treat it as COD because:
- Payment is not received at checkout
- You collect payment later (similar to COD)
If your bank transfer orders are prepaid, remove "bacs" from your COD payment methods list.
Q: Can I change the COD amount for WooCommerce orders?
A: Yes, if you enable this feature:
- Go to Integrations → WooCommerce → Edit Config
- Enable "Allow Order Updates"
- Now you can modify the COD amount before shipping
Important: Once enabled, WooCommerce won't override your manually set COD amounts.
Q: How are discounts handled?
A: We respect all discounts from WooCommerce:
- Coupon codes - Applied to the order total
- Discount total - Imported as total_discounts
- When you edit orders, discounts adjust proportionally
5. Products & Inventory
Q: Are product weights imported from WooCommerce?
A: Yes! We import:
- Product weight - From the product/variation settings
- Dimensions - Length, width, height (if available)
If weight is missing in WooCommerce, the order may show 0 weight in Velocity Shipping.
Q: What happens with variable products (variations)?
A: We handle variations properly:
- Each variation is tracked separately
- Variation ID is used to identify the specific product
- SKU, price, and weight are imported per variation
Q: What if a product doesn't have a variation ID?
A: If a product has no variation (simple product):
- We use a placeholder variant ID of "0"
- The product still imports correctly
- SKU and other details are preserved
6. Labels & Shipping Documents
Q: How are shipping labels generated?
A: Labels work differently depending on the carrier:
| Carrier Type | How Labels Work |
|---|---|
| Most carriers | Labels are generated by Velocity Shipping and fully customizable |
| ATS (Amazon Transportation Service) | Labels are provided by Amazon and have limited customization |
For most carriers, Velocity Shipping generates the labels, so you have full control over customization.
For ATS, Amazon sends their own labels through their APIs with limited customization options.
Q: Can I customize what appears on my shipping labels?
A: Yes, for most carriers! Go to Settings → Invoicing & Label to customize:
- Show/hide seller GST number
- Show/hide product prices
- Add your logo
- Change address formatting
- And more
Important:
- These settings only apply to labels generated by Velocity Shipping
- ATS (Amazon) labels have limited customization
- Changes apply to new shipments only
Q: How long are labels stored in the system?
A: Labels are automatically removed from our system:
- After the shipment is delivered, OR
- Within 60 days of manifestation, whichever comes first
If you need labels for record-keeping, download and save them before delivery or within 60 days.
7. Common Issues & Solutions
Q: My orders stopped syncing. What do I do?
A: Try these steps:
- Check connection: Go to Integrations → WooCommerce and verify the connection is active
- Check API keys: Your WooCommerce REST API keys may have expired
- Check order status: Make sure orders match your "Pull Order Status" setting
- Check site URL: Your WooCommerce site URL must be accessible
- Contact support: If issues persist, reach out to us
Q: Order details in Velocity Shipping don't match WooCommerce?
A: This can happen if:
- The order was updated in WooCommerce after it was imported
- The shipment has already been picked up (changes stop syncing fully)
- "Allow Order Updates" is enabled (WooCommerce changes won't override)
What happens: A tag like "Order updated(Woocommerce)" is added instead of updating the order.
Q: Address shows as empty or incomplete?
A: We check shipping address first, then billing address:
- If shipping address is blank → We use billing address
- If both are blank → Address fields will be empty
Fix in WooCommerce: Make sure orders have complete shipping or billing addresses.
Q: Tax is not showing correctly?
A: We handle taxes based on your WooCommerce tax settings:
- Prices include tax: Tax is calculated and separated from the price
- Prices exclude tax: Tax is added on top of the price
We import tax lines with rate codes and percentages from your WooCommerce tax settings.
Q: Getting "externally fulfilled" for orders I didn't ship?
A: This happens when:
- Someone changed the order status to "Completed" or "Refunded" directly in WooCommerce
- Another plugin marked the order as complete
- The order was fulfilled through another channel
What to do: Check your WooCommerce order history to see what changed the status.
8. Settings & Configuration
Q: Where do I find WooCommerce settings?
A: Go to Integrations → WooCommerce → Your Store → Edit
Here you can configure:
- Which order statuses to import
- Which payment methods are COD
- What status to set when shipping/delivering
- Whether to allow order edits
- Brand name and logo
Q: What are the recommended settings for most stores?
A: Here's a good starting point:
| Setting | Recommended Value |
|---|---|
| Pull Create Statuses | pending, on-hold, processing |
| Pull Cancel Statuses | cancelled, trash |
| Pull Externally Fulfilled | completed, refunded |
| COD Payment Methods | cod, bacs |
| Push Ready to Ship | processing |
| Push Delivered | completed |
| Push Cancelled | cancelled |
| Allow Order Updates | Off |
Adjust based on your specific needs!
Q: Can I have different settings for multiple WooCommerce stores?
A: Yes! Each connected WooCommerce store has its own settings. Go to:
Integrations → WooCommerce → Select Store → Edit
You can customize everything per store.
Q: What custom order statuses can I use?
A: You can use any order status that exists in your WooCommerce store, including:
- Default statuses: pending, processing, on-hold, completed, cancelled, refunded, failed, trash
- Custom statuses: Any status added by plugins (e.g., "awaiting-shipment", "shipped", "delivered")
Just enter the status slug (not the display name) in your configuration.
9. All Configuration Options Explained
Here's a complete guide to every setting you can configure:
General Information
Communication Brand Name
What it does: Sets the brand name used in customer communications (SMS, WhatsApp, emails).
When to use: If your WooCommerce store name is different from your brand name.
Brand Logo
What it does: Upload your brand logo for customer-facing communications.
Requirements: Image must be less than 2MB.
Pull Order Statuses
These settings control which WooCommerce orders are imported into Velocity Shipping.
Create (Import)
Default: pending, on-hold, processing
What it does: Orders with these statuses are imported into Velocity Shipping for processing.
Cancel
Default: cancelled, trash
What it does: When an order's status changes to one of these, it's cancelled in Velocity Shipping.
Externally Fulfilled
Default: completed, refunded
What it does: When an order's status changes to one of these, the shipment is marked as "Externally Fulfilled".
Payment Status Mapping
COD Payment Methods
Default: cod, bacs
What it does: Orders using these payment methods are treated as Cash on Delivery (COD). All other payment methods are treated as Prepaid.
How to find your payment method codes:
- Go to WooCommerce → Settings → Payments
- Click on each payment method
- The slug/ID is your payment method code
Common values:
cod- Cash on Deliverybacs- Bank transfercheque- Cheque paymentpaypal- PayPal (usually prepaid)stripe- Stripe (usually prepaid)
Push Order Statuses
These settings control what status is set in WooCommerce when shipment status changes.
| Stage | Default | Description |
|---|---|---|
| Ready to Ship | processing | When shipment is created |
| Delivered | completed | When shipment is delivered |
| Cancelled | cancelled | When shipment is cancelled |
Order Update Settings
Allow Order Updates
Default: Off
What it does: Allows you to edit COD amount and order items directly in Velocity Shipping.
Important side effects:
- You can edit COD amount and order items
- Your edits will NOT sync back to WooCommerce
- Future WooCommerce updates will NOT override your changes
- Changes will only add tags instead of updating the order
Quick Reference
All Settings at a Glance
| Setting | Default | Category |
|---|---|---|
| Pull Create Statuses | pending, on-hold, processing | Order Import |
| Pull Cancel Statuses | cancelled, trash | Order Import |
| Pull Externally Fulfilled | completed, refunded | Order Import |
| COD Payment Methods | cod, bacs | Payment |
| Push Ready to Ship | processing | Status Updates |
| Push Delivered | completed | Status Updates |
| Push Cancelled | cancelled | Status Updates |
| Allow Order Updates | Off | Editing |
What Syncs Where?
| Data | Direction |
|---|---|
| Orders | WooCommerce → Velocity Shipping |
| Products | WooCommerce → Velocity Shipping |
| Order Status | Velocity Shipping → WooCommerce |
| Address Changes | Velocity Shipping → WooCommerce |
WooCommerce vs Shopify Comparison
| Feature | WooCommerce | Shopify |
|---|---|---|
| Historical orders | 5 days | 30 days |
| Tracking events | No (status only) | Yes (multiple events) |
| Tag sync | No | Yes |
| RTO notes | No | Yes |
| COD paid sync | No | Yes |
Common Issues - Quick Fixes
| Problem | Solution |
|---|---|
| Orders not appearing | Check "Pull Create Statuses" setting |
| Wrong payment method | Update "COD Payment Methods" list |
| Status not updating | Check "Push" statuses are valid |
| Can't edit COD amount | Enable "Allow Order Updates" |
| Getting "externally fulfilled" | Someone marked order complete in WooCommerce |
| Address not imported | Check shipping/billing address in WooCommerce |
Need More Help?
If you couldn't find your answer here:
- Email: support@velocity.in
- Chat: Use the chat widget in your Velocity Shipping dashboard